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Just had Gig1 added to my service - Massive change in variability but no real speed increase

Thwaker
Tuning in

‎23-07-2021 09:52 - edited ‎23-07-2021 10:00

Hi All

Anyone else moved to gig1 ? How long did it take to see a change in speed - speed test is showing no change, SamKnows is showing no change... so wondering if it takes time for the service to provision ?

I saw a huge increase in variability on throughput and latency. The graph below is from the line monitoring - you can see when the provision to 1G happened yesterday - before that throughput is a constant 550mbps flat line - after that it's all over the shop as is the latency.

48hr plot

Capture-plot.JPG 

 

5day plot

Capture-plot3.JPG

All connections are via Ethernet - No Wifi involved.

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25 REPLIES 25

Natalie_L
Forum Team (Retired)
Forum Team (Retired)
In response to Thwaker

on ‎08-08-2021 08:58

Hi Thwaker

 

Thank you for reaching out to us here on on the Community. 

 

I am very sorry to hear you are experiencing issues with your service. 

 

Having looked at the information you have provided and also checking the account, I believe we will need to run some further checks and potentially arrange a technician visit. 

 

To do this, I will just need to send you a private message to grab a few more details. I will pop this over now and you can access the message via the purple envelope on the top right of this page. 

 

Speak soon

Nat
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Thwaker
Tuning in
In response to Natalie_L

on ‎09-08-2021 15:25

Have responded to PM - can you check and confirm technician visit please.

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Lee_R
Forum Team
Forum Team
In response to Thwaker

on ‎11-08-2021 15:45

Hi @Thwaker

We've booked your requested technician.  Please can you view your online account to check?  You can do so here.

Regards

 

Lee_R

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Thwaker
Tuning in
In response to Lee_R

on ‎14-08-2021 03:55

Thanks for booking the engineer Lee.

Had engineer visit today - all signal levels are correct now but BB performing worse / same as before.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7127de4d8eef4786eb3842f1039978a0b94efcca

 

Thwaker_0-1628909304293.png

 

Thwaker_1-1628909492469.png

 

But speeds still slow - engineer saw the speed and agreed it was slow but all the local cable stuff was fine, so could do no more...

What's the next things that can be done to fix the issue ? - the current speeds are below the min guarantee 

 

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Thwaker
Tuning in
In response to Thwaker

on ‎14-08-2021 03:57

Cable Modem 

Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0
 
 
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Thwaker
Tuning in
In response to Thwaker

on ‎14-08-2021 03:57

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

11387500009.30000337.636276QAM2561
21467500008.59999837.636276QAM2562
31547500008.40000237.355988QAM2563
41627500008.00000037.355988QAM2564
51707500007.90000237.636276QAM2565
61787500007.69999737.636276QAM2566
71867500007.40000237.636276QAM2567
81947500007.30000337.636276QAM2568
92027500007.00000037.636276QAM2569
102107500007.00000038.605377QAM25610
112187500006.59999837.636276QAM25611
122267500006.00000037.636276QAM25612
132347500005.09999837.636276QAM25613
142427500005.30000337.636276QAM25614
152507500005.69999737.636276QAM25615
162587500006.09999838.605377QAM25616
172667500005.80000338.605377QAM25617
182747500005.30000338.605377QAM25618
192827500004.90000238.605377QAM25619
202907500004.69999738.605377QAM25620
212987500004.59999838.605377QAM25621
223067500005.00000038.605377QAM25622
233147500005.00000038.605377QAM25623
243227500005.19999738.605377QAM25624
253307500005.50000038.983261QAM25625
263387500005.30000338.983261QAM25626
273467500003.50000038.983261QAM25627
283547500003.00000038.983261QAM25628
293627500003.00000038.983261QAM25629
303707500003.20000138.605377QAM25630
313787500003.00000038.983261QAM25631



3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked37.63627600
2Locked37.63627600
3Locked37.35598800
4Locked37.35598800
5Locked37.63627600
6Locked37.63627600
7Locked37.63627600
8Locked37.63627600
9Locked37.63627600
10Locked38.60537700
11Locked37.63627600
12Locked37.63627600
13Locked37.63627600
14Locked37.63627600
15Locked37.63627600
16Locked38.60537700
17Locked38.60537700
18Locked38.60537700
19Locked38.60537700
20Locked38.60537700
21Locked38.60537700
22Locked38.60537700
23Locked38.60537700
24Locked38.60537700
25Locked38.98326100
26Locked38.98326100
27Locked38.98326100
28Locked38.98326100
29Locked38.98326100
30Locked38.60537700
31Locked38.98326100



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM4096424


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked402.35291798470
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Thwaker
Tuning in
In response to Thwaker

on ‎14-08-2021 03:58

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13260000046.7705995120 KSym/sec64QAM5
25370000050.7705995120 KSym/sec64QAM2
34620000049.7705995120 KSym/sec64QAM3
43940000048.0205995120 KSym/sec64QAM4



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0000
3US_TYPE_STDMA0010
4US_TYPE_STDMA0000
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Thwaker
Tuning in
In response to Thwaker

on ‎14-08-2021 03:58

Network Log

Time Priority Description

Fri Aug 13 09:37:46 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:37:50 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:38:41 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:38:42 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:38:58 20216CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:39:01 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:39:07 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:39:12 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:29 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:29 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:30 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:30 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:32 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:33 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:33 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:52 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:44:52 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:45:48 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:46:19 20216CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:48:28 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:48:34 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:48:42 20216CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:50:29 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:50:33 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:50:33 20216CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:50:33 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:50:36 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:50:42 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:59:24 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:59:28 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:59:46 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 09:59:50 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:08:33 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:08:34 20216CM-STATUS message sent. Event Type Code: 21; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:08:37 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:08:44 20216CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:10:43 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:10:49 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:11:14 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:13:35 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:13:40 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:13:55 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:19:53 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 13 10:19:58 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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Zach_R
Forum Team
Forum Team
In response to Thwaker

on ‎16-08-2021 09:04

Hi @Thwaker,

Thank you for getting back to us, and apologies for the delayed response. I'm very sorry to hear that after the engineer visit you still seem to be having some trouble.

Is this problem ongoing for you today? If so, can you confirm what problems you're experiencing when using the connection and service?

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


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lotharmat
Community elder
In response to Zach_R

on ‎16-08-2021 10:10

If there are problems with disconnection and lack of speed - could be cause by the large spread of power in D/S (3 --> 9.3)



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Hub 3 - Modem Mode - TP-Link Archer C7

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